---
title: Merging Tickets
description: "When a customer contacts you multiple times about the same issue — especially through separate messages or threads — you can **merge** those tickets into one to maintain a clear overview and avoid duplicated work. This often happens when a…"
url: "https://node24.nl/resolvepro-docs/merging-tickets/"
updated: "2025-06-12"
category: ResolvePro Glossary / Advanced Ticket Handling
---

# Merging Tickets

When a customer contacts you multiple times about the same issue — especially through separate messages or threads — you can **merge** those tickets into one to maintain a clear overview and avoid duplicated work.

This often happens when a customer sends a new email instead of replying to the existing ticket. Without the reference, the system creates a separate ticket.

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### **What Happens During a Merge?**

When you merge two tickets:

- All **messages and notes** from the duplicate ticket are moved into the **original** ticket
- The duplicate ticket is marked as **Merged**
- A reference to the original (parent) ticket is stored
- The original ticket now includes the full conversation history

> 🔄 *Always merge **into** the ticket that should continue as the main thread.*

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### **How to Merge Tickets**

1. Open the **duplicate** ticket (the one you want to merge away)
2. Click **Ticket ▾** in the ticket pane
3. Select **Merge**
4. Enter the **ticket number** or choose one from the suggested list:
   - **Recent customer tickets**
   - **Recently viewed tickets**
5. Click **Submit**

After merging, the duplicate ticket:

- Will show a "Merged" label in place of articles
- Changes state to **Merged**
- Will be linked to the original ticket for reference